How You Will Contribute:Reporting to Director, GCN Global Project/Program Management, as the Quality Account Manager, you will be responsible for working closely with Ciena's internal/external customers and other Global Quality engineers in collaboration to deliver the highest quality products in a timely and cost-effective manner. You will be responsible for tracking and identifying causes of customer impacting issues, found either internally or externally, and for driving cross functional teams; to understand how they occurred, implementing upstream preventive actions and holistic hardware and software integrated processes. This role will act as a subject matter expert within the Global Quality Team, bridging the expertise within the Ciena R&D teams, Supply Chain, PLM and the customer facing Quality Management activities, including participating in and preparing customer reviews.
- Analyzing and communicating customer results with the appropriate teams
- Directly working with account teams and customers on customer needs.
- Monitoring and reporting appropriate metrics that track our continuous improvements in quality
- Creating a cross-functional, collaborative working approach to addressing customer quality concerns
- Recommending and implementing changes to Ciena's quality assurance procedures
- Participating in the day-to-day Quality activities, supporting the Global Customer base
- Review requirements with developers and other Quality engineers for consistency and accuracy
- Participate in the use of established test processes and methodologies
- Work with other departmental staff to achieve Quality team objectives
- Take on other duties, and special projects as needed.
The Must Haves:- B.S. degree in Engineering or related technical field.
- Minimum 3 years of proven quality experience
- Documented training and certifications desired.
- Ability to manage multiple projects at one time, often with changing requirements.
- Comfortable presenting to internal/external executive stakeholders.
- Must be detail oriented, reliable and ability to work both in a team environment and alone with minimal direction and supervision.
- Experience with finding the root cause of defects in a complex platform environment.
- Strong and demonstrated desire for a career path in Quality Engineering.
- Ability to perform statistical analysis and perform analytical practices with data interpretation.
- Proficient with Microsoft Office suite (PowerPoint, Excel, Teams, Power BI).
Assets: - Experience with telecom equipment and industry.
- Analytical, detailed thinker with strong technical skills.
- Ability to thrive in a collaborative environment where virtual teams will deliver results.
- Good interpersonal skills and strategic partnerships.
- Strong work ethic with ability to work flexible hours, occasional evening and weekends.
- Must be a team player, draws energy and drive in working with others.
- Prior experience with SQL, Salesforce and JIRA.
- Previous experience with customer communication.
#LI-WH1
Pay Range:
The annual pay range for this position is $90,900 - $145,100 USD
Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.
Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.
